Building A Customer Feedback Program

Customer insight is a critical component for ecommerce decision making. If we don’t understand who the customer is, what they want, like and dislike, what motivates them etc. then it’s much harder to align communication, content and merchandising (as well as apply customer centric thinking to testing).

It takes time and money to build a credible customer feedback program, so this week’s #ecomchat will discuss tactics for capturing explicit and implicit customer feedback in a cost effective way.

As ever, there are 3 conversation starter questions:

1. What feedback can you capture without having to ask the customer to get involved?
2. What are the tools and techniques to encourage customers to play an active role?
3. What data should you capture and how can you use this to improve ecommerce?

Join us at 1pm UK time on Monday 5th November and do share this post either on Twitter or via email with anyone you think would be interested.

Thanks, Dan & James.

p.s. If you’re wondering “what’s this about?” there is a page explaining all just here.